The purpose of the role is to lead the Transformation of The Customer Experiences by affecting a cultural change that is necessary to make such a change sustainable and authentic, this change will be required across the organisation as a whole.

Accountabilities include;

* Promoting and embedding the customer experience, across all levels by developing and refining the correctional work streams * Establishing and championing Customer Service and turning these aspirations into tangible implementation plans * Ensuring that customer satisfaction and experience can be measured in near real-time, and provide data for, continuous improvement and 'in the moment' customer service recovery * Identifying and implementing process improvements (including the use of Technology) to ensure they provide a hassle-free, friendly and efficient service * Driving short-term positive change, through early quick-wins that help build momentum and confidence in the Transformation Programme * Ensuring short term gains can be embedded and affect cultural change over the medium term, through the use of training, coaching, upskilling, empirical data to demonstrate trends and a shift in how and when customer or guest satisfaction is discussed * Ensuring the programme has clear governance (inclusive of decision-making, stakeholder management plan and Communications plan (including internal and external interventions) such that this multi-faceted, multi-discipline, multi-stakeholder change programme has the foundations for success.

Skills and experience required;

* Minimum of ten years experience, preferably within an organisation of similar complexity (Matrix, multi-site, multi-stakeholder, live-operational environment, omni-channel, broad colleague base) * Demonstrable successful track-record of large-scale cultural change programmes, ideally with a customer service focus * Understanding of the importance of data to influence/support decisions/investments * Understanding of a Customers journey through in order to influence improvements * An excellent negotiator, with excellent interpersonal skills, having the ability to engage at different levels, with differing audiences * Ideally educated to degree level